Otter Products LLC

Complaint: [redacted] I am rejecting this response because: your website clearly states homes should be safe at drops feet and below It was my Pregnant or to say heyI am place advertisement about The case is misleading Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to us and sorry for any distress this may have caused.Since we are seeing how upsetting this has been for you, I have gone ahead and processed a request for a refund on the caseThere is a slight chance the request may have trouble going through but I will definitely go to bat for you if there are any concernsThe reference number for this is [redacted] , for the amount of $These refunds are issued in check form.Please let me know if you have any questions.Best,Sarah

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me So that I am in full understanding, I am to provide a receipt of device repair/replacement along with pictures of the broken device with current case? Am I correct? I am more than happy to do thisPlease correspond to my personal email for receiptsAttached are the pictures of the current device and case Regards, [redacted]

Dear ***,Thanks for reaching out to usWe apologize for any distress you may have experienced.Per our limited warranty, we are not able to assist with the deviceThis is explained in an insert that comes in each LifeProof packageOur cases do give you great waterproof protection, but there are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protectionWe can help out with a refund on the case itselfFor that we need the following:1) Standard Warranty Case Photo: Your entire case, including parts that are not damaged Any design or pattern on your case, such as camouflage Your handwritten name, current date, and signature The Serial number or product code found inside your case 2) Damaged Device Photo: Damaged phone or tablet Your handwritten name, current date, and signature (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)3) Purchase Receipt or invoice: Purchase date (within the last months) Case or product that was purchased Purchase price Retailer contact information, including phone number Your handwritten name [redacted] current dateYou may send that to us here, or we can set you up to send those items through your original incidentWe do see it was under a different email address so alos let us know what email you want us to use there.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted] I am rejecting this response because when they recommended and sold me the case they specifically stated this was a waterproof and protective case against all weather and dirt conditions They never talked about testing or the possibility of not working I bought this phone and case on August 2nd this year So don't worry about being a year old, it was only days old when this happened I am not asking for the full cost of the phone, which is $ I am asking for the $that we just had to pay for the deductible of the insurance company to replace it And yes, I do have the receipt Regards, [redacted] ***

Hello [redacted] , I am very sorry to hear about the damage to your phone when it was dropped inside of a LifeProof case Under our Limited Product Warranty, we are always more than happy to replace a damaged or defective case free of charge, but this warranty does not extend to devices We are unable to cover damage to devices for a few different reasons, one of which being that there are too many factors out of our control to guarantee that a device cannot be damaged while inside one of our cases, and another being that we are unable to cover a product that we don't manufacture It is stated in our warranty that we are unable to cover the replacement or cost of any electronic device or personal property inside of outside of the LifeProof product under any circumstances If you would like to, you can read our warranty in full at the following website: http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY Once again, we would be happy to replace the case free of charge under our warranty for you, but we would not be able to replace the phone If you would like to have us send you a replacement case under this warranty, I would only need to know what color the case is, and I would need the serial number from the inside of each piece of the case Best Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Again I will reiterate, to only offer a warranty to one individual company and not all to allow us to protect our expensive devices further is wrongAlso it is wrong that you advertise on your box that you guarantee something and when it does not work you do nothingThis is something that a company should take care of respectivelyEspecially if it supposedly dose not occur oftenThe only outcome that will work here is if my device is replacedSending another case when the device does not work, not sure how that is supposed to resolve the situationI will be writing to your CEOI think he would be appalled at the situation Regards, [redacted]

Dear [redacted] ,Thanks for getting back to us.I have sent you an email from a fresh incidentPlease reply to that email for incident [redacted] with your case selection and we will get that out right away.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted] I am rejecting this response because:I'm unsure what the miss understanding is on your partYour product the Nuud is advertised on the packaging the phone can be put underwater or near water when a device is insideThe product has malfunctioned or does not do what is advertised resulting in the damage of my device Regards, [redacted] ***

Hello again ***, I apologize again for the delay with getting your new phone out I was able to verify that it has been sent out this morning, and according to the [redacted] tracking number ( [redacted] ), your package is scheduled to be delivered tomorrow by the end of the day I also have refunded the expedited shipping charge that you had originally paid for, and you should see those funds back to your account within the next few business days At this point in time, I believe we have come to a resolution for the situation, but if you have any further questions at all, please let me know Best Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:this is unacceptableIt was in a kiddie pool which is no more than feet for literally secondsWhy would I want a new case if it's going to ruin the phone ? I can't afford another deductibleI don't understand how you can say "Life Proof" but in feet of water for 3" se cones ruins my phoneYounarent willing to do anything regarding this malfunction that your product caused me but offering a new case ?? That's unacceptable Regards, [redacted]

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me I did recieve a replacement phone and case this past weekThe communication from staff was improved, however still disappointingI was promise a shipping number and did not receive oneAlso, I had to go out of my way to find out the phone reported as "locked" was not the one previously sent to me The new replacement phone still has small issues, I think the company needs to focus on quality checks prior to sending out replacementsI just appreciate that it works and that you took care of this in a timely mannerIt is frustrating that I had to bring up attention through the Revdex.com, when I clearly tried to solve the issue with staff and management in multiple other ways, and without angerThank you Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to us and sorry for any difficult experience you may have hadPer our limited warranty, we are unable to assist with the deviceWe are sorry if there was any confusion around the GUHA as wellIt does look like there was some improper handling of your situation, and I have taken proper steps to address these errorsIt is true that OtterBox and LifeProof are part of the same Otter Products familyThat said, it is rather like taking your [redacted] into a [redacted] dealership (or vice versa) to address LifeProof or OtterBox issues through the other brandIt appears the agent took your LifeProof concern as an OtterBox call, but he should have transferred you to LifeProof and clarified we cannot cross brandsYou are under no obligation to return that product that was sent, but we essentially have not resolved your claim.While we cannot assist with your device, we are happy to offer you a third party refund on your caseWhat we need is the following:1) Standard Warranty Case Photo:• Your entire case, including parts that are not damaged• Any design or pattern on your case, such as camouflage• Your handwritten name, current date, and signature• The Serial number or product code found inside your case 2) Damaged Device Photo:• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)• Your handwritten name, current date, and signature3) Purchase Receipt or invoice:• Purchase date (within the last months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current dateWe also need to find out the device/color/model for your caseYou may send those photos through the Revdex.com, or you may contact us through the LifeProof call center at P:888-533-The new incident I have set up is 13102279.Please let me know if you have any questionsBest,Sarah

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.We do see that you spoke with one of our representatives on 9/21/2015, but there is no record that you were transferred to a LifeProof managerI am on that team, and we would have with near certainty made notes if a call had been transferred to usIt was still our failing, if we had implied you were speaking with a manager (or even if you did speak with a manager and we failed to make notes), and if we had not maintained brand integrityLike I mentioned before, you are under no obligation to return the OtterBox casesSince you were successful in returning the case to the store, we don't need to worry about that third party refundThanks for the update on the situation.We do stand behind our product in the form of our product warrantyThat said, it is made very clear on our website and in the packaging insert that we do not assist with devicesThere is simply no exception on thisWe are not backpedaling on a promise that we had previously made, and we, in fact, have made all the exceptions we possibly can to assist youDespite your bad experience, I am actually very happy to go ahead and still send you a LifeProof case of your choice (aside from the battery case) due to the mix-ups that you experiencedWe are happy to do this as a one-time courtesy, and will not require any further documentation to send that out to youPlease be aware that we normally don't ever make such exceptions, but we do want to do what we can to correct the way your situation was mishandled in terms of brand integrity and individual representation.Please let us know if this might work for you, and please let us know if you have any questions.Best,Sarah

Complaint: [redacted] I am rejecting this response because: I already have my refund from the retailer and a suit has been filed! Thanks Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Hi,I've sent an e-mail to [redacted] I can't access LifeProof's customer service page from [redacted] , as whenever I click on it it's redirected to the [redacted] website, that has no contact information at allThis email I got contacting LifeProof on [redacted] I don't want a replacement, as I obviously will never trust LifeProof againI just lost a $phone and priceless photos and videos from a tripI had to spend [redacted] without a phone to call my loved onesAll this while doing an activity LifeProof GUARANTEED through advertising and user manuals that I could do without worries.I want immediate full refund of the case I bought and full refund of the phone I lostIf you agree on this now, I won't fight for the collateral damage with all the data I lostIf you don't, I regret to inform that I will sue LifeProof and seek all my compensations.I hope you realize this comes from a customer who trusted you and advertised you to everyone she knows, believing that LifeProof was a real solution to people's problemsAnd now this same customer is utterly disappointed in a way she's never experienced before Regards, [redacted] ***

Dear [redacted] ,Thanks for getting back to usI do apologize if you still feel you are getting the "run-around".Once again, I will state that we do need to get one device back from you before we can assist you in getting another oneWe are sorry if that was unclearWe can assist you once we get the other device backWe are aware that shipping times to and from Hawaii are longer, but the device does need to be returned.Please let us know if you have any questions.Best,***

[redacted] , We have placed the order for your replacement case and set it for expedited shipping as well You will receive two emails from us regarding your order, one for the general order conformation, and another as soon as the shipment has left our warehouse The second email will provide you with a tracking number for the package so you can watch its progress while it is being shipped to you At this point in time, it looks like we should be all set, but if you have any other questions, please let me know [redacted] Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Thank you for the response, and I do appreciate the offer of the code However, the problem was not necessarily with the terms of the promotion but rather the now incorrect and misleading material on the website and which still appears on the site as this was the crux of the complaint The site currently still says, as of today, "Share your result and get up to 100% OFF a new phone case!" Below this it states, "Share your results and receive up to 100% OFF the right case for you, with love from OtterBox." This is no longer correct Despite that this promotion has been over for some time now, the site has never been updated to reflect the fact that the promotion is no longer valid, and this point has never been addressed by any Otterbox employee I've discussed this situation with What steps are going to be taken to remove the misleading material from the site to reflect the true disposition of the promotion? And if no steps will be taken, why not?Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.All of our cases are protected by our warrantyIf your case is ever found to be damaged or defective, we’re happy to replace itfor youWe are not seeing an incident for you: perhaps it was under another set of contact information?While the warranty is officially offered for one year from the purchase date, we are happy to replace your case as long as we haveparts available, no matter how long ago you purchased itWe do have a nominal shipping and handling fee of $for processing thatIf this has been distressing for you, we may be able to waive that on a one-time basis, but we need to find your information in our system to get that waiver in placePlease let us know if you have any questions.Best,Sarah